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The employee magazine of Arriva Trains Wales/Trenau Arriva Cymru
Welsh World Cup journey starts by train
AUTUMN 2015
PAGE EIGHT
EMPLOYEE SURVEY HELPS SHAPE FUTURE OF THE BUSINESS PAGE FIVE
Emergency Service Teams rise to challenge when illness strikes
CENTRE PAGES
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Planned investments and ambitions will grow thriving network IT’S now almost three years until the Wales and Borders franchise ends in October 2018. Some of you like me have been on the Arriva journey since it started nearly 12 years ago. Together we have seen real improvements delivered across the network in many areas including safety, performance, infrastructure and customer satisfaction. We continue to have great ambitions to develop and make stronger our network. I believe we have all benefited from the stability afforded to us by the relatively long (15 years) contract term. We have been able to reinvest profits back into Arriva Trains Wales which in turn has further helped us continue the significant passenger growth we have delivered – in effect a virtuous circle. These profits have also enabled us to significantly increase in real terms the salaries of all staff of all grades, as-well as allowing us to employ nearly 400 more people than we did in 2003. However, it looks likely with the wider national agenda of transfer of powers from Westminster to the devolved administrations in the UK, that the stability we have had will be replaced by some changes. I see this as a positive and we have already seen that the Welsh Government is committed to investing in and developing public transport in Wales. What is less clear is what the nature of these changes will be. I foresee it will perhaps involve different types and numbers of trains we operate, a new and different franchise contract, a new franchising body, electrification of the Valleys network and South Wales mainline to Swansea and possibly a change in some of the services we
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‘Shadow’helps career progress A
By Managing Director
Ian Bullock operate as most franchise changes involve some element of re-mapping. Some of the more radical changes being discussed include an element of light rail for the Valleys, a consortium running the network (perhaps looking at running trains with infrastructure maintenance) and a different role for Network Rail. The questions being posed around the next franchise are progressive. They include how best to invest millions, how to cater for the growth we have overseen and how we can best further develop the network. By contrast, back in 2003, the franchise expectations were low – minimal growth, no investment required and poor train service performance. I am pleased that this won’t be the case this time. These are exciting times for rail in Wales and the fact that we have such a thriving, growing network is down to everyone’s efforts at Arriva Trains Wales. We should be proud and passionate about the role we have played in improving our railway. I plan to continue to update you on the franchise situation every three months and commit to keeping everyone as fully informed as possible as the position of the Wales and Borders franchise, post October 2018, comes into focus.
programme has been launched to give At Seat Catering stewards an insight into the role of conductors. Similar to the Walk in My Shoes initiative, the initiative gives Carmarthen stewards the chance to “shadow” conductors through one of their diagrams. It is of special interest to catering staff whose eventual ambition is to cross over to become traincrew. “It’s a great example of Arriva Trains Wales and At Seat Catering working together to promote progression through the company,” said Pete Barley, ASC Manager in Carmarthen. “I have been liaising with conductor managers to set up a
rolling programme under which stewards do the shadowing on one of their rest days.” One of the first to take part was Cathy Bryan, who accompanied Conductor Paul Frimstone throughout a 10-hour shift on one of her days off. “Paul showed me what the job entailed as we made the journey from Carmarthen to Cardiff via the Vale of Glamorgan,” said Cathy. “I got good experience of using the ticket machine and also in-depth knowledge of the training to use in the event of an emergency on board. “Paul was very informative and I found the scheme really valuable since I am looking to progress my career.”
On a learning path... Conductor Paul Williams explains his job role to Catering Steward Cathy Bryan at Shrewsbury Station.
Free WiFi rolled out at Cardiff ARRIVA Trains Wales has introduced free WiFi for its customers at Cardiff Central station, enabling them to catch up with their emails or surf the web while they wait for the train. The initiative, which is a response to
feedback from customers, is part of a trial which if successful could see free WiFi being rolled out to many stations across the network.
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Let’s talk... Head of Customer Experience Barry Lloyd chats to customer Karen Turton, from Mold, about her journey on the concourse.
Higher targets set on
customer approval things go wrong. The group has been formed to identify areas for improvement in how information is communicated to customers particularly during times of disruption. Barry Lloyd, Head of Customer Experience, is leading the group which has been set up to work with Network Rail. Targets for providing information will be measured against a set of seven questions
Tips for longer phone battery life EMPLOYEES are being given handy tips to help them get the most out of their smartphone’s battery life. Leaving WiFi, GPS Location and Bluetooth turned on affects battery life – so it’s best to turn them off when not needed. Set brightness to the lowest acceptable level and keep an eye on signal strength – placing a phone nearer a window may help conserve the battery by stopping it straining to get a signal. If App updates are pending it’s best to get them done as soon as possible when the phone is plugged in. For more information and advice contact ICT Project & Development Manager Randall Thomas on 02920 720605 or email randall.thomas@arrivatw.co.uk
in the NRPS survey, such as “How satisfied were passengers with the amount of information provided during delays?” The group will look at how to best use existing processes, systems and interfaces. But it will also look forward to maximising the use of the DARWIN and GPS systems to link into CIS and improve the online experience for passengers by providing “one version of the truth”. Barry said: “Changing patterns of customer response will be mapped by monitoring customer complaints, surveys and social media such as Twitter. “The overall aim is to reduce the current levels of customer complaints and to increase levels of passenger satisfaction across all identified areas by 15 per cent by autumn 2016.“ ● The latest National Rail Passenger Survey, published by Transport Focus, shows Arriva Trains Wales’ overall passenger satisfaction figure is eight per cent above the GB average.
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A
RRIVA Trains Wales’ customer approval rating is already substantially above the Great Britain average – but it’s set to rise still further. With the latest National Rail Passenger Survey (NRPS) showing overall passenger satisfaction at 89 per cent, a customer-facing initiative is further boosting the relationship with passengers. The Customer Information Working Group aims to ensure passengers are provided with timely and accurate information. The biggest drivers of customer satisfaction are train service performance and the cleanliness of our trains – whereas how Arriva Trains Wales deals with delays is the biggest driver of dissatisfaction when
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The aim is to reduce complaints and increase satisfaction by 15 per cent by autumn 2016 Barry Lloyd, Head of Customer Experience
ATW is now ranked joint seventh in terms of rail passenger satisfaction and was highlighted as the best performing train operator in Britain during the period 1st April – 2nd May in the area of Right Time Performance with a figure of 86.6 per cent. ASPECT Autumn 2015
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Passengers send their praise for train staff
Caroline Lewis and Finance Director Rob Phillips with the Disability Sport Wales logo that has gone on display at St Mary’s House.
AT Seat Catering staff have been praised in a flurry of emails from customers. Messages passed on by Customer Relations include the following (staff names are in bold): “Hats off to the woman operating the trolley on the 15.48 to Milford Haven, she displayed sheer professionalism and charm after the service was delayed by signalling problems. I don’t know how she managed it.” Tanya Allen, Carmarthen
“I was travelling on the train after a long day feeling tired and worn out when your trolley man came down the train. By the time he was half way down the carriage nearly every passenger was in fits of laughter! Talk about a stand-up comedian he is in the wrong job.He made us laugh so much we forgot all our worries.He is a gem.” John Stephenson, Newport “The man serving drinks and snacks from the trolley was lovely, making sure everyone was OK and had enough refreshments. Overall the nicest journey I have had so far.” Nick Ashford, Chester
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CHAMPION ‘EXCITED’ TO
take on new challenge C
AROLINE Lewis has been appointed as Arriva Trains Wales’ Disability Champion. Based in Human Resources in St Mary’s House, she will be able to draw on her own experience as a wheelchair user after having been born with arthrogryposis multiplex congenita. Caroline will join the other wellbeing champions in putting forward ideas and suggestions
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“The Chester to Cardiff train was very busy and the aisles were full so I stood in the area outside the carriage.This was where I spoke to Ryo who was responsible for the refreshments trolley which unfortunately was unable to move due to the carriages being so full. Ryo’s attitude is an asset to your company.” Ryo Love, Newport.
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We want to encourage all employees of all abilities to engage with us and take part in our events
for developing wellbeing events for employees who are less able. She will also offer support for future initiatives across the business.“I am really excited to take on this new challenge,” she said. “I am looking forward to sharing my ideas for Arriva Trains Wales initiatives for those who may be less physically able or disabled, like myself.” Rob Phillips. Finance Director
and Sports Champion, said:“We want to encourage all employees of all abilities to engage with us and take part in our events. “I’m looking forward to having Caroline in our team of Sports Champions and have her input in discussing our wellbeing strategy and events programme.” ● Disability Sport Wales Sponsorship – see page 12.
Community ‘adopts’ station VOLUNTEERS have adopted a Flintshire station on the Wrexham to Bidston “Borderlands Line”. Hawarden Station is to be checked on a regular basis by community volunteer David Jones in partnership with the town’s Community Council. Under Arriva Trains Wales’ Adopt a Station scheme, which includes more than 130 partnerships across its network, the helpers will report any issues to the local Station Manager. All cleaning and maintenance work that is needed will be undertaken by an Arriva Station Maintenance Team.
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Duty Station Manager James Mackie, right, talks to Customer Service Advisor Steve Coultash on the platform.
THE Employee Survey 2015 is on the way and people are being urged to take the opportunity of making their voices heard. Arriva Trains Wales believes listening to its employees is vital since their views are essential to the progress of the company. The feedback is taken extremely seriously – and a number of changes have taken place in response to the last in-house survey. Here LIZ PRINCE, Head of Organisational Development, discusses the importance of the survey which will run for four weeks from October 5.
T
HANK you for completing the Arriva Trains Wales survey last year – we had more than 70 per cent of you respond, which gave us some useful information on what is important to you. The survey results were really encouraging, but there are always things we can do better. As a result of your feedback every part of the business set up its own action plan aimed at improving things at a local level, so ask your manager or look out for posters giving updates on the actions. For example winter jumpers were requested and those who placed an order will receive theirs by the beginning of October. Several projects have been started on mess room improvements and the way they are managed – recommendations will be made towards the end of this year and we will keep you posted. This year the Arriva Group survey will still be confidential and it will be run by the same company (GfK Trustmark) that ran it last year.
YOU SAID: We need clearer lines of communication during disruption
WE DID: We’re working to improve the provision of information to our people and customers
Employees’ views will
SHAPE THE FUTURE We don’t get to see any information on who has said what but this year any manager with more than five people in their team will get a report on how their team responded. We will again pay £1 to charities for every survey completed, but we want to give the money to charities which are actively championed by our employees. If you have close links to a charity and would like us to consider donating to it email us talktous@arrivatw.co.uk telling us the name of the charity, what they do and details of your involvement. We will contact you for further information.
YOU SAID: We need to improve mess room facilities WE DID: We have refurbished a number of mess rooms
around the network and feedback has been very positive
Ticket Vending Machine (TVM) Supervisor Sara Turton-Powell, left, and Customer Service Advisor Ceri Goode, right, talk in the ticket office.
Customer Service Advisors Michael Bond, left, and Jordan Arundel share ideas.
YOU SAID: We need more focus on sickness absence
WE DID: We have rewritten our
attendance and Wellbeing policy with numerous sports and health initiatives
YOU SAID: more praise should be given when things go well
WE DID: we have introduced our Spotlight awards to say thankyou
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Caring duo rewarded for prompt attention to passengers who fell ill TWO Arriva Trains Wales conductors have been praised for helping customers who fell ill on board trains. Carmarthen-based Jason McGauley received a Spotlight Award for taking control of the situation when a passenger had a heart attack on the Swansea to Carmarthen service. He contacted the emergency services, giving them instructions on where they could easily meet the train. He also made a public address announcement calling for Aspirin as advised by the ambulance dispatcher. A nurse made herself known and Jason assisted in the passenger’s resuscitation not once but three times. “I tilted back his head and kept the airways clear, talking to him to give him comfort,” said Jason. In a separate incident, Cardiff-based Conductor Jeff O’Brien helped a woman who had an epileptic fit on a Swansea to Cardiff train. He called the emergency services and assisted the passenger as a clinician “talked him through” the procedure over the phone. “I placed the lady in the recovery position and made sure her airways were clear,” said Jeff. He alerted the driver to look out for the Ambulance Service on arrival at Neath station.
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FIRST AID... station operative Tim Collins takes specialist kit to a train where a passenger has fallen ill.
PARTNERS IN CARE... Clinical Support Officer for the Welsh Ambulance Service Robin Petterson explaining the contents of his kit bag to Conductor Rob Clinch in St Mary’s House.
C
ARING for passengers who fall ill is a vital aspect of the role of traincrew. Conductors and their colleagues step forward selflessly on many occasions to help people who are suffering cardiac arrests and other ailments. Recognising this, Arriva Trains Wales has been working with the Welsh Ambulance Service NHS Trust to support the staff in this difficult and often challenging scenario and ensure consistency of response. A set of guidelines have been
Operators at the Welsh Ambulance Service emergency contact centre are ready to work.
TRAINCREW HAS VITAL ROLE
in an emergency
999 CALL... Conductor Dave Callingham alerts the emergency services.
drawn up to clarify the most effective ways in which ill passengers can be treated, with the emergency services involved. As well as giving the patient the best chance of survival, the procedure ensures that other passengers do not become ill as a result of a train delay. Wherever possible, the ill passenger should be removed from the train at the earliest Dispatcher Warren Thornes opportunity – gets ready with sometimes at the next a ramp to help station even if an ill passenger stopping is not off the train. planned – into the care of the ambulance service if required. The benefits include less risk and delay to other passengers, increased ease of summoning assistance to a station rather than on a train, less risk and pressure on colleagues and quicker recovery of the train service. A poorly person can be moved from a train in
nearly all circumstances without further risk to the passenger – although the passenger should not be removed if a spinal injury is suspected or any further harm is expected to happen as a result of transfer. Arriva Trains Wales’ Ill Passenger Strategy outlines the recommended procedure when a conductor is made aware of a passenger falling ill, or an egress handle is pulled: ● The conductor calls the Ambulance Service and identifies themselves as an Arriva Trains Wales employee. ● The call will be transferred to a clinician who can give advice on treatment and whether the passenger can be moved at the next manned station. ● The clinician who is medically trained can also speak to the ill passenger if possible to do so, giving advice before the Ambulance Service arrives. ● The conductor should contact the ambulance service directly and not ask control colleagues to do so. The conductor should contact control for guidance if an unplanned stop is requested.
COVER STORY
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Conductor Rosie Green with the defibrillator based at Shrewsbury Station.
The conductor should remain the primary point of contact when speaking to the ambulance service. Ambulance service control have been informed about whether stations are manned and accessible to ambulance crew, together with distances to nearest hospitals. Keeping other passengers informed will reduce the level of stress and anxiety experienced by others on board. Performance Delivery Manager Gregg Evans said:“I’m pleased that we’ve been able to establish links with the ambulance service. “Through joint working, an Ill Passenger Guide has been produced that helps us both care for our customers and recover the train service performance.’’ Robin Petterson, Clinical Support Officer for the Welsh Ambulance Service, said:“We have been glad to work with Arriva Trains Wales over the formulation of their policy and discuss issues such as how traincrew can manage particular conditions and how we can gain better access to stations.” ASPECT Autumn 2015
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Caring duo rewarded for prompt attention to passengers who fell ill TWO Arriva Trains Wales conductors have been praised for helping customers who fell ill on board trains. Carmarthen-based Jason McGauley received a Spotlight Award for taking control of the situation when a passenger had a heart attack on the Swansea to Carmarthen service. He contacted the emergency services, giving them instructions on where they could easily meet the train. He also made a public address announcement calling for Aspirin as advised by the ambulance dispatcher. A nurse made herself known and Jason assisted in the passenger’s resuscitation not once but three times. “I tilted back his head and kept the airways clear, talking to him to give him comfort,” said Jason. In a separate incident, Cardiff-based Conductor Jeff O’Brien helped a woman who had an epileptic fit on a Swansea to Cardiff train. He called the emergency services and assisted the passenger as a clinician “talked him through” the procedure over the phone. “I placed the lady in the recovery position and made sure her airways were clear,” said Jeff. He alerted the driver to look out for the Ambulance Service on arrival at Neath station.
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FIRST AID... station operative Tim Collins takes specialist kit to a train where a passenger has fallen ill.
PARTNERS IN CARE... Clinical Support Officer for the Welsh Ambulance Service Robin Petterson explaining the contents of his kit bag to Conductor Rob Clinch in St Mary’s House.
C
ARING for passengers who fall ill is a vital aspect of the role of traincrew. Conductors and their colleagues step forward selflessly on many occasions to help people who are suffering cardiac arrests and other ailments. Recognising this, Arriva Trains Wales has been working with the Welsh Ambulance Service NHS Trust to support the staff in this difficult and often challenging scenario and ensure consistency of response. A set of guidelines have been
Operators at the Welsh Ambulance Service emergency contact centre are ready to work.
TRAINCREW HAS VITAL ROLE
in an emergency
999 CALL... Conductor Dave Callingham alerts the emergency services.
drawn up to clarify the most effective ways in which ill passengers can be treated, with the emergency services involved. As well as giving the patient the best chance of survival, the procedure ensures that other passengers do not become ill as a result of a train delay. Wherever possible, the ill passenger should be removed from the train at the earliest Dispatcher Warren Thornes opportunity – gets ready with sometimes at the next a ramp to help station even if an ill passenger stopping is not off the train. planned – into the care of the ambulance service if required. The benefits include less risk and delay to other passengers, increased ease of summoning assistance to a station rather than on a train, less risk and pressure on colleagues and quicker recovery of the train service. A poorly person can be moved from a train in
nearly all circumstances without further risk to the passenger – although the passenger should not be removed if a spinal injury is suspected or any further harm is expected to happen as a result of transfer. Arriva Trains Wales’ Ill Passenger Strategy outlines the recommended procedure when a conductor is made aware of a passenger falling ill, or an egress handle is pulled: ● The conductor calls the Ambulance Service and identifies themselves as an Arriva Trains Wales employee. ● The call will be transferred to a clinician who can give advice on treatment and whether the passenger can be moved at the next manned station. ● The clinician who is medically trained can also speak to the ill passenger if possible to do so, giving advice before the Ambulance Service arrives. ● The conductor should contact the ambulance service directly and not ask control colleagues to do so. The conductor should contact control for guidance if an unplanned stop is requested.
COVER STORY
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Conductor Rosie Green with the defibrillator based at Shrewsbury Station.
The conductor should remain the primary point of contact when speaking to the ambulance service. Ambulance service control have been informed about whether stations are manned and accessible to ambulance crew, together with distances to nearest hospitals. Keeping other passengers informed will reduce the level of stress and anxiety experienced by others on board. Performance Delivery Manager Gregg Evans said:“I’m pleased that we’ve been able to establish links with the ambulance service. “Through joint working, an Ill Passenger Guide has been produced that helps us both care for our customers and recover the train service performance.’’ Robin Petterson, Clinical Support Officer for the Welsh Ambulance Service, said:“We have been glad to work with Arriva Trains Wales over the formulation of their policy and discuss issues such as how traincrew can manage particular conditions and how we can gain better access to stations.” ASPECT Autumn 2015
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SAFETY
matters By Operations and Safety Director
Claire Mann
We all have a part to play in rugby spectacle AS you read this we will be well into the Rugby World Cup and the challenge of moving all the fans around our network. It is all about team work as we are all in this together with games being held in Cardiff, Gloucester, Birmingham and Manchester – so no matter if you are based in Cardiff, Holyhead or Pwllheli you have a key part to play. Talking about team work the safety champions are really having an impact on the business as they are helping us to improve our safety culture and think about what we can do to look out for each other. We have now delivered the workshops to more than 900 people and we continue to run the sessions all around the network. The team and programme have been shortlisted for the National Rail Awards so let’s keep our fingers crossed for an award for Arriva Trains Wales. As autumn looms it is essential that everyone remains vigilant and reports any unsafe conditions such as slip, trip and fall hazards with leaves and wet platforms as well as low rail adhesion. Getting these reports in promptly will help us to maintain a safe and punctual railway and we can feed back in to Network Rail if additional measures need to be taken. Finally I am really pleased to see the new entrance and facilities at Cardiff Central station open after months of work. The new Traincrew mess room facilities are long overdue and I really hope that everyone enjoys having somewhere fresh and new to relax in.
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World cup journey starts by VIP train T
HE Welsh rugby team taking part in the Rugby World Cup travelled to their final training camp courtesy of a specially-chartered Arriva Trains Wales service. The dietary requirements of the 70-strong squad were met by special catering on the Premier Service after it left Cardiff Central to travel north. Before the players arrived at Colwyn Bay Ben Davies of Arriva Trains Wales for three days welcomes the Wales Rugby World training at Parc Eirias, Cup Squad to Colwyn Bay Station. they had at their disposal 35 kg of capped scrum-half for Wales – cottage pie, 56 litres of soup, it was a strange experience for 70 fresh avocados and 280 me to be organising the train chicken breasts. The squad and seeing him off from included Mike Phillips, brother Cardiff with his team mates.” of Finance Director and Sports On arrival at Colwyn Bay the Champion Rob Phillips. players, coaches and Rob said:“My brother who management were officially has been recalled to the squad welcomed in a ceremony holds the record as the most
outside the station. Martyn Brennan, Arriva Trains Wales Rugby World Cup Project Manager, said “We were excited to be connecting the Wales Rugby Squad to what is important to them and supporting their successful World Cup journey.”
Cycle marathon raises £2,500 CARING fundraisers cycled through the mountains of Snowdonia during a 225-mile Holyhead-Cardiff trip. Setting out from Holyhead on a Friday morning, they divided their route into three stages to reach their destination on the Sunday night. In total £2,500 was raised for Ty Hafan children’s hospice in South Wales and Oakland’s House disabled children’s respite centre in Newport. The sum was match-funded by Arriva Trains Wales. It was the second time the Holyhead-Cardiff bike ride has been held – but this time the numbers were greater and four company directors took part. Matt Prosser, Rob Phillips, Mike Tapscott and Gareth Thomas were among the riders who travelled by train up to Holyhead to begin the marathon ride. On the Machynlleth to Abergavenny section on the second day the biggest challenge was 5,500 feet of climbing steep roads through Snowdonia. “Everybody thoroughly enjoyed the adventure,” said organiser Ian Reiffer,
Operations Assurance Manager whose son Lewis, aged 15, attends both the centres benefiting from the donations. “The cause is close to my heart – we are now hoping to make the ride an annual event.” ● Our picture shows, left to right, Finance Director Rob Phillips, Operations Standards Manager Dean Katchi, Operations Assurance Manager Ian Reiffer and Driver Performance Manager Gareth Jones.
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‘Harry’ tribute comes with health advice
Customer Service Advisor Caroline Jones gets her head shaved by co-worker Sonia Price on the platform at Shrewsbury.
CLOSE SHAVE FRIENDS
BACK CHARITY T
WO Shrewsbury Customer Service Advisors took a short cut to raising money for Macmillan Cancer Support. Caroline Jones and Sonia Price – unbeknown to each other – decided to take part in the national Brave the Shave week after seeing it on Facebook. When they mentioned it to each other at work the way
forward was obvious – they would shave each other’s hair! Since the duo – who have both lost friends and family to cancer – announced their fundraising exploit they have collected a hair-raising £2,300. “The customers have been phenomenal,” said Caroline.“We put collection pots out and the most unexpected people have
stepped up to give money.” Sonia, who lost her father-in-law to cancer two years ago, said: “We all know someone who has been affected – Jean Barre on the station staff sadly died a couple of years back. “Caroline and I decided to Brave the Shave together because we both feel strongly about the charity cause.”
Railway influence runs through fine romance IT was a genuine railway romance for Robert and Katie Lewis, pictured left. They met each other at Treherbert station – and when they came to get married, friends from the railways pitched in to help. The happy couple tied the knot five years after “bumping into each other” in the messroom. The ceremony and reception took place at the Holiday Inn, Cardiff. Guests enjoyed a cake made by Revenue Protection Assistant Amanda Howard while photographs for the day were taken by Conductor Manager Paul Collins and Stations Environmental Operative Tina Stewart. Katie said: “We had a wonderful wedding. We would especially like to thank our Arriva Trains Wales colleagues for their support.” Robert said:“It was a wonderful day – it has changed my life.”
THE daughter of a Valleys driver who died aged 59 of heart disease has thanked Arriva Trains Wales for supporting her family – and sent out a healthy living message to his colleagues. Tributes have been paid to Harji “Harry” Hirani who registered 37 years’ service on the railways. Daughter Hitesh, an Optical Dispenser who volunteers for St John Ambulance Wales, wants to remind people about the importance of looking after their health. “Sadly dad died of coronary heart disease,” she said.“Lowering your blood pressure and cholesterol levels are ways of reducing the risk. People should eat a low-fat, high fibre diet, avoiding too much sugar. “Combining a healthy diet with regular exercise is the best way of maintaining a healthy weight. “It’s a good idea to give up smoking and reduce alcohol consumption.”
Ady’s death a huge loss COLLEAGUES and friends have paid tribute to Chester Driver Ady Martin who died aged 44 after a brave battle against cancer. Numerous Arriva Trains Wales staff were among the congregation at his memorial service. Ady, a real character with a dry sense of humour who joined the railways in 1998, was known as the local “culture vulture”. With a BA degree in English and Communication Arts he was a bookworm with a passion for alternative music.“Ady’s passing at such a young age is a massive loss to all who knew him,” said Driver colleague Jez Cox. ASPECT Autumn 2015
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Five
Train Dispatcher Darren Price at Shrewsbury Station.
minutes with Darren Price Darren, a member of the Shrewsbury Station Platform Staff, takes time out to answer our questions. The dad-oftwo is aged 42 and lives in the town... What is the best thing about your job? Each day is different with my platform duties – you just don’t know what is going to happen. I’m always busy because I am also on the Safety Culture projects team as well as being a union rep and a health and safety rep. What is the strangest thing that happened to you at work? About five years ago I saw the late Frank Carson on the station. It was quite a cold night and he had about 45 mins to wait for his train so I Invited him into our office for a cuppa. Within minutes he was putting on a mini-show for the staff. My wife phoned and when I put Frank on she swore at him, not believing it was him. Everyone laughed when she realised. Which famous people alive or dead would you invite to a dinner party? I’m a lifelong Nottingham Forest fan so it would have to be Brian Clough, who got a team in the old Division Two promoted and then won two European Cups back to back. As a movie buff I would choose Clint Eastwood. They are both legends and it certainly wouldn’t be a dull party. What do you do in your spare time? I help coach and watch my son play football. I play veterans football and I do the Shrewsbury 5k Park Run most Saturday mornings. Other interests are playing golf, going to the cinema, watching sport and occasionally going for a few beers. What is your favourite place in the world? Prague – I have been three times. What kind of movies and music do you like? Action and SciFi, not slow and boring films.
I liked 80s and 90s music when I was in my prime. What did you want to be when you were growing up? A footballer or a fireman. To which era would you go back if you had
a time machine? To medieval times. I think I would have been an awesome knight. What’s the best bit of advice you have ever been given? Make the most out of life because you’re a long time dead. Given to me by my dad.
Management conference promises to deliver exciting news EXCITING news which will help shape the future of Arriva Trains Wales will be unveiled at a series of management conferences to be held in November. Managers who attend the sessions in
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Cardiff (staged on November 6 and 20) and Chester (November 10) will provide feedback to colleagues when they get back to work. A special promotional campaign will
also shortly be launched to help communicate the exciting plans that ATW has in store. Managers are urged to look out for their invitations arriving shortly.
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Healthy sponsorship inspires mountain runners ARRIVA Trains Wales sponsored the prestigious World Mountain Running Championships – and five employees took part. Around 470 competitors joined the week-long celebration of running which was held this year in Snowdonia, and featured three races and two championship courses.
Arriva Trains Wales’ sponsorship was provided under the Health and Wellbeing banner following the successful support of the Llandudno Running Festival. A tent was hosted on Betws Green in Betws-y-Coed, at the centre of festival activities which included entertainment, films, food and drink.
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I feel I am contributing to my local environment – it’s nice when total strangers stop to thank me. Anthony Akhurst by the River Taff which he helps to keep clean as a member of the awardwinning Cardiff Rivers Group.
Rivers group scoop
green accolade A
NTHONY Akhurst is a cleaning specialist in his job at Arriva Trains Wales – and he is just as environmentally conscious outside work. A member of the cleaning team at Canton depot, Anthony belongs to the Cardiff Rivers Group which is dedicated to keeping the local waterways free of rubbish. He goes out with fellow group members whenever he can, donning waders to extract items like plastic bottles,
rubbish and abandoned trolleys from the water. “The Cardiff Rivers Group recently won the River Improvement Award at the Tidy Wales Awards. I take part in clean-up activities when my shift pattern allows,” said Anthony. “We’re well organised, covered by insurance and have a waste carriers licence. There are first aiders in the group. “One of our regular visits is to the Dock Feeder Canal near Cardiff Castle and we also do
litter picking along the towpaths. “The city’s waterways become especially clogged with plastic cones and tyres when there is a high tide causing a swell.” Anthony has been introduced to social activities such as kayaking and a community project via the group. “I feel I am contributing to my local environment,” he added.“It’s nice when total strangers stop to thank me – and my work with the Rivers Group is also improving my fitness levels.”
‘Good luck’ message for 13.1-mile race ARRIVA Trains Wales’ Sports Champion Rob Phillips has issued a message of “good luck” to all employees competing in the Cardiff Half Marathon. With the company sponsoring the event, staff have been able to enter for free to test their stamina on the 13.1 mile course from Cardiff Castle to Penarth Marina and Cardiff Bay. Departmental teams have taken the option of entering a relay race and competing against each other if individuals do not want to run the full distance. Employees are also able to enter their families to run in the family fun race the day before the big race. Finance Director Rob said: “I wish all the runners well and remind them that after the race they should come to the Arriva Trains Wales tent where I will personally help serve them with refreshments.”
Stations given awards for car parking access SEVEN car parks at stations on the Arriva Trains Wales network have been presented with Disabled Parking Awards. Under a scheme run by the charity Disabled Motoring UK the accolades are given to parking areas which offer a good experience for disabled people. Assessments by NCP which were submitted to the charity showed that the following station car parks are fully accessible: Llandudno Junction, Ludlow, Newport Long Stay, Newport Short Stay, Bridgend, Chester West (subject to completion of minor works) and Pembroke Dock (subject to confirmation). ASPECT Autumn 2015
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Sponsorship helps stars of future reach their potential
READY FOR KICK OFF... Customer Services Director Lynne Milligan, MD Ian Bullock, Duty Manager Jay Brice and Rugby World Cup Project Manager Martyn Brennan with the as yet un-named mascot.
TEAMS PLAY THEIR PART IN
World Cup magic A
RRIVA Trains Wales has an important role around the Rugby World Cup with the tournament being held on home turf. Qualifying matches are being held at four venues within the Arriva Trains Wales network. Train service delivery through teamwork is pivotal to the success of the games. Staff can all help visitors by being informative, encouraging people to buy return tickets and return to stations in good time for their journey back.
Conductors should feed back to Control when their service is full and standing to support onward colleague and customer messaging and everyone should remember that the overriding priority is the safety of themselves, colleagues and customers. Key services have been strengthened and crowd management plans, co-ordinated by Special Events Manager Jonathan Goode, are in place for the duration of the tournament which runs until October 31.
Gearing up for campaign after first year medal haul THE Arriva Netball Team is gearing up for the new season full of confidence after winning medals in only their second season. They are now in the Intermediate League in competitions organised by GO Mammoth at the Sport Wales National Centre at Sophia Gardens. Arriva Trains Wales pays the entrance fees for the team with equipment, bibs and referees supplied by GO Mammoth. As they go through training sessions at the start of the autumn league competition the team is keen for new players to come along. Anyone interested should contact Bethan Jelfs, Head of Stations.
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Our website has additional customer information on world cup travel and social media will be providing regular service updates. A carnival atmosphere is expected on stations on match days – and two Dragon Mascots representing the company will be on show. “With matches in Manchester, Birmingham and Gloucester as well as at the Millennium Stadium in Cardiff every part of our business will be supporting the tournament,” said Martyn Brennan, Rugby World Cup Project Manager. “We’re working closely with our partners British Transport Police, Network Rail, First Great Western, CrossCountry and Sword Security to ensure customers arrive safely. “Train services have been strengthened especially on the Gloucester route.” Martyn and Jonathan have been attending regular meetings of the National Transport Co-ordination Group held in Twickenham and the detailed local meetings in the run-up to the tournament.
ARRIVA Trains Wales’ sponsorship is helping to provide opportunities across a wide field of sporting potential. The company has become an official partner of Disability Sport Wales, supporting the organisation’s Academy and Community programmes. The support will help to develop grassroots opportunities across Wales, focusing on new marketing campaigns, events and inclusion training to ensure the new generation of Welsh athletes can achieve their full potential. Meanwhile Arriva Trains Wales is sponsoring the Women’s section of Cardiff City Football Club, helping to boost initiatives to help women and girls fulfil their potential in the sport. Free tickets for home games have been made available and these will be shared out through a series of competitions for employees.
Have you got news for us? IF you have a story for Aspect please contact Internal Communications Manager Katrina Tzannis by emailing katrina.tzannis @arrivatw.co.uk